Acknowledgement of Country
RAAFA acknowledges the traditional owners of the land and country where we live and work. We pay our respects to their ancestors and Elders past and present.
Acknowledgement of Service
RAAFA extends its deepest gratitude to the brave men and women who dedicate and have dedicated their lives to serving and protecting our Country. This unwavering commitment, sacrifice, and courage ensures the safety and freedoms we hold dear, and for that, we are profoundly thankful, but also committed to playing our part in serving and supporting them and the broader community.
We recognise our service men and women don’t do it alone. Their families also give selflessly, and in turn we advocate for their continued care – while in active service or as veterans.
Our commitment is not only to honour them but to stand alongside them. Their dedication will never be forgotten and our stewardship will remain unabated.
The RAAFA Way
Our Purpose
Pursuing excellence in care and heritage
Our Values
Respect | Care | Honesty
Our Approach
Creating RAAFA communities open to all
Foreword from the President
RAAFA is an organisation steeped in history. Our legacy as a source of comfort for returned service men and women, continues to grow and expand throughout the general community and showcases the continued importance of camaraderie and support that empowers people to live their best lives.
In the last 12 months, RAAFA has enhanced the wellbeing of thousands of Western Australians, but more than that – it has championed social causes that have driven national conversation and change for vulnerable groups.
As President of the Association, I am proud that RAAFA is pioneering in its approach to care for people. We embrace change to honour the contributions of those that have paved a platform from which we can unapologetically pursue excellence.
On behalf of the Division Councillors who serve as the governing board, our heartfelt thanks go to every single employee and volunteer that has given so selflessly in 2024 to achieve the incredible results shown here in our Impact Report.
RAAFA
A Message from the CEO
As we navigate the unprecedented challenges of our time, including the once in a century cost-of-living and housing crisis, RAAFA remains steadfast in its commitment to providing safe and supportive environments for Western Australians.
Over the past year, we have been privileged to wrap around countless individuals in need, offering essential services such as housing, advocacy and care. I am immensely proud of the collective efforts of our dedicated team, which has grown to over 1,000 strong, enabling us to make a significant contribution to the lives of our community.
Our vision is to be a leading provider of compassionate care, ensuring that our community is safe, supported and indeed empowered to live well. We believe that by fostering a sense of belonging and providing essential services, we can create a brighter future for Western Australia.
This year, we have separated our Annual Report into one that highlights Finances (the what), and another on Impact (the why and the way). Both go hand in hand, but because not everyone is equally interested in both sides of that coin, we trust in reading our Impact Report herein, you will come to appreciate these insights, as they focus on the social dividend that we have been able to unlock in the last year. Of course, we invite you to also see our ACNC regulated Financial Statements on our website.
Thank you for your continued support of RAAFA.
A foundation built on service
The beauty of RAAFA and in particular this last year, is we’ve continued to stay true to our mission of service, even as the way we do it, adapts to our environment.
Veterans, after risking their lives in active duty, peace-keeping and training, are sometimes faced with the challenge of transitioning out of active service, including abrupt career termination due to medical discharge, financial difficulties, unemployment, and social isolation.
In Western Australia, these challenges are exacerbated by a once-in-a-century housing crisis. The rental market has seen unprecedented demand, leading to severe shortages in affordable housing and sharp rises in the cost of rental properties. In consequence, veterans are nearly three times more likely to experience homelessness compared to the general population.
Sir Valston Hancock House opens its doors
Sir Valston Hancock House officially opened its doors on 25 September 2024. With the support of Hancock Prospecting and RSL WA, we embarked on the renovation and fit-out of a block of nine fully furnished two-bedroom units. These purpose-built units provide short-term subsidised accommodation to veterans who are experiencing Perth’s housing crisis firsthand and are struggling to obtain permanent housing.
In December, we received approximately $19k in funding from The Anzac Day Trust to provide welcome packs to our residents – this includes essential care items including mobile phones and sim cards, bathroom supplies and food items.
Months
At capacity in less than three months of operation
Nights of accommodation provided in 2024
Andrew Russell Veteran Living WA Program
Sir Valston Hancock House reached capacity in the first few months of operation, highlighting the urgent need for more purpose-built accommodation to house veterans in Western Australia.
RAAFA aims to address this with the Andrew Russell Veteran Living (ARVL) WA Program. ARVL is named in honour of the late Sergeant Andrew Russell, who served in the Perth-based SAS regiment and was tragically killed in Afghanistan on 16 February 2002.
This program will adopt the ‘housing first’ principle – where veterans who are experiencing or are at risk of homelessness will be able to access emergency accommodation, followed by comprehensive wrap-around support services.
ARVL Awareness Week
On February 9th, RAAFA launched the Andrew Russell Veteran Living Appeal, and ARVL Awareness Week, which ran from 9 February until 16 February 2024 – the 22nd anniversary of Andrew Russell’s passing.
ARVL Awareness Week demonstrated exceptional success in raising awareness, evoking emotion within the community and advocating for veteran homelessness in Western Australia, reaching significant engagement and financial milestones.
On February 9th, volunteers dressed in ARVL merchandise were stationed in ten Perth train stations from Mandurah to Perth Underground, with headquarters in Yagan Square.
At each station, the community could purchase an ARVL badge, turning a simple transaction into symbols of solidarity and support for veterans, encouraging ongoing relationships and fostering a deep sense of community and belonging among supporters.
The campaign’s success earned RAAFA the prestigious title of ‘Best Community Engagement’ at the 2024 WA Property Council Awards.
Reached in the community
Raised in in-kind support
Received in donations
$5M+ raised for construction
Following our ARVL appeal in February – we are proud to announce that in October Lotterywest has pledged $5M for the construction of ARVL. This positions us over halfway to our goal of $10M to make ARVL a reality.
RAAFA is actively planning the ARVL accommodation, we have lodged our development application and are awaiting its approval. We aim to break ground and begin the construction of ARVL in 2025.
Veterans will be accommodated each year
Nights of accommodation in the first 12 months of operation
Our Goal $10m
Veteran Advocacy Program
The Department of Veterans’ Affairs (DVA) claim process is unnecessarily complex and difficult to understand, which only exacerbates health issues that arise during Australian Defence Force service.
RAAFA’s volunteer advocates play a crucial role in helping veterans navigate the complex process of accessing their entitlements through the DVA. By providing expert guidance and support, they ensure that veterans receive the recognition and compensation they deserve for their service.
Leading the way in quality and care
The global ageing population is growing rapidly, with the number of people aged 85 and older being at an all-time high and expected to increase by 1.2 million in Australia by 2042. This demographic shift presents significant challenges, including increased demand for healthcare, long-term care and other old-age support, as two thirds of older adults are projected to require extended assistance.
The Royal Commission into Aged Care Quality and Safety in 2021 provided a clear roadmap for improving aged care in Australia. At RAAFA, we are committed to addressing these recommendations to ensure our services meet the highest standards of quality and care.
We are proud to announce that all five of our Aged Care Facilities have been awarded an impressive four-star overall rating for 2024. This rating reflects our high performance across four key areas – Residents’ Experience, Compliance, Staffing, and Quality Measures.
*Results from government survey
Enhancing our facilities
In 2024, we made significant improvements to our facilities. At Karri and Tuart Lodge we replaced carpet in common areas and corridors to new wooden plank vinyl. This was done while the Lodge was fully operational – without any disturbance to our residents.
We repositioned the nurses’ office to a central location for better visual monitoring and easier access to Jasmine House and Orchid Wing, and creating a larger, more functional medication room.
We provided a dedicated training room for staff development, added a much-needed storeroom, and upgraded living and dining areas to enhance the comfort and experience of our residents.
Harnessing telehealth for better outcomes
Telehealth has emerged as a transformative solution, enabling residents to access essential medical care without leaving the comfort of their homes. By reducing unnecessary emergency room visits, telehealth nurtures a seamless continuum of care, enhancing convenience and peace of mind for both residents and their families.
Supported by the WA Primary Health Alliance, we have implemented telehealth services across three of our facilities and already begun to see the impact this technology has made.
When Kate, one of our residents, sustained a head laceration, telehealth allowed our nurses to consult with medics via video, facilitating a prompt assessment. Medics were able to arrive quickly, suturing the wound on-site and sparing Kate an unnecessary hospital visit, thus easing the strain on local healthcare services.
Enhancing Residents' Dining Experiences
The 2021 Royal Commission identified nutrition as a critical area for improvement – with diet, hydration, and dining experiences being pivotal to the health and happiness of ageing adults. In fact, a recent study identified that 68% of Aged Care Residents are malnourished.
RAAFA has established two Consumer Advisory Bodies with a broad mandate to improve aged care services while ensuring that residents and their families have a platform to provide input into our programs. A key focus area for these committees in 2024 was to enhance residents’ nutrition and dining experiences.
Our initiatives to date include:
01
Workforce investments to evaluate staffing needs and implement targeted recruitment and comprehensive training programs.
02
Enhanced dining environments by decluttering and removing non-dining-related equipment, creating more welcoming and functional spaces for residents.
03
Developed a wide range of modified dietary options to ensure
diverse, nutritious, and appealing choices for all residents.
04
Introduced breakfast trolleys to provide residents with greater meal flexibility and expanded options each morning.
05
Increased resident engagement through interactive on-
site food forums and the introduction of key pantry items to provide constant access to snacks and refreshments.
Expanding our reach
As Australians live longer and healthier lives, the preference for ageing in place, remaining in one’s own home rather than moving to residential aged care, has become a defining trend. According to the Australian Housing and Urban Research Institute, over 78% of older Australians express a strong desire to stay in their own homes as they age. Reflecting this, there was a 20% increase in the number of Australians who accessed Home Care Packages in 2024 compared to 2022.
This growing demand, driven by an ageing population and the desire for independence, stresses the vital role of home care services in ensuring that older Australians can thrive in their communities.
At RAAFA, we are dedicated to empowering individuals to maintain their independence while receiving high-quality, personalised care at home. Our approach focuses on enabling clients to stay connected to their local communities, nurture relationships with friends and family, and remain surrounded by the comforts of home. Through our services, we enhance overall wellbeing and quality of life, supporting Australians to age in place with dignity and confidence.
NPS score 85
In 2024, we made a decision to expand our services by acquiring Perth Care + Companion Company (PCCC), a respected provider of long-day, overnight, and live-in care. Founded in 2019, PCCC has earned an exceptional reputation for its dedicated support to vulnerable members of the Western Australian community.
By bringing PCCC into our portfolio, we have introduced nearly 150 new team members to RAAFA, increasing our ability to meet the growing demand for quality home care services.
A community-focused home
Western Australia has been grappling with a significant housing shortage in recent years, driven by factors such as population growth, rising demand, and limited supply. By providing specialised housing options for seniors, RAAFA’s retirement living estates help free up traditional housing stock for younger families and individuals, contributing to a solution for the broader housing challenges.
At the same time, RAAFA’s retirement living estates promote a strong sense of community, where residents can connect with others who share similar life experiences. Social activities, events, and outings create a welcoming and supportive environment, where residents can form lasting friendships.
Resident Satisfaction
This year, customer satisfaction scores across our retirement living estates averaged 90%, reflecting the positive experiences of our residents. Our average Net Promoter Score also rose to 70, an improvement from 65 in 2023. At the same time, RAAFA’s retirement living estates promote a strong sense of community, where residents can connect with others who share similar life experiences. Social activities, events, and outings create a welcoming and supportive environment, where residents can form lasting friendships.
Renovations and Upgrades
We continued our commitment to excellence by investing in significant estate improvements. Every vacant unit across our estates is renovated to the highest standard, ensuring new residents are welcomed into premium living spaces.
Additionally, we upgraded the Cambrai Club at Cambrai Village, enhancing its amenities for the community to enjoy.
Stirling Apartments
In 2024, we broke ground on our newest building – Stirling Apartments. Located at our Air Force Memorial Estate, Stirling Apartments will provide 63 new homes to our community.
Powering A sustainable future
RAAFA has witnessed a century of transformation and remains steadfast in its commitment to shaping a sustainable future for generations to come. As we navigate the challenges of the 21st century, we recognise the urgent need to integrate environmental responsibility and social consciousness into every area of our operations. Our journey towards a sustainable future is driven by a deep-rooted commitment to leaving a positive legacy for the generations that follow.
Charge Up at RAAFA
Perth is working towards achieving net zero emissions. One way that RAAFA can work towards this is by increasing the use of Electric Vehicles in our community. In 2024, RAAFA received $77k from the Western Australian State Government to contribute to the installation of 52 Electric Vehicle chargers across all our estates.
RAAFA is leading the way in sustainable transportation within the Retirement Living and Aged Care sector by increasing the accessibility of Electric vehicles for both residents and staff. This convenient charging infrastructure encourages residents and staff to opt for Electric Vehicles when purchasing their next vehicle, contributing to a reduction in road transport emissions and supporting Perth’s net zero goals.
Waterwise Award
RAAFA’s Merriwa Estate was the proud winner of the Waterwise Business Platinum Award. By utilising two years of existing water management data to establish a baseline, the team at Merriwa Estate effectively tracked and demonstrated an overall decrease in water consumption.
Merriwa Estate has contributed its success to a demonstrable reduction in water use, education of residents to report leaks in their own homes and in communal areas and the implementation of water- and energy-saving retrofits in residential units.
Aviation Heritage Museum achieves sustainable tourism accreditation
The Aviation Heritage Museum has been a home to one of the largest collections of historic aircrafts in Australia since 1979. Almost 50 years later, these aircraft are visited by nearly 35,000 people annually.
To drive continuous improvement and uphold best in-field initiatives, we have committed to benchmarking The Aviation Heritage Museum against the National Standards for Australian Museums and Galleries. This review was pivotal to identify areas for growth and initiating efforts to align our operations with industry-leading practices.
Benchmarking against these standards provided us with valuable insights into the professional practices expected of top museums in Australia. Guided by this process, we have established key goals:
- Increase visitation and repeat visits
- Secure strategic artefacts
- Secure corporate sponsorship and grants
- Align with national standards
As a proud member of the Australian Museums and Galleries Association, we are not only committed to maintaining alignment with industry standards but also benefit from a vast network of resources and expertise. Importantly, it demonstrates that we are committed to Association’s key pillars which include First Nations People, sustainability, equity, access and inclusion, and digital transformation.
We are proud to announce the hard work of our staff and volunteers has earned The Aviation Heritage Museum a place as a finalist in the 2024 Perth Airport WA Tourism Awards.
In 2024, The Aviation Heritage Museum achieved Sustainable Tourism Accreditation, reflecting the museum’s commitment to environmental management, social responsibility, and ethical practices across all areas of its operations. To attain this accreditation, the museum demonstrated adherence to best practice criteria, showcasing RAAFA’s dedication to providing exceptional visitor experiences while minimising its environmental footprint and maximising its positive social impact.
The drivers of our mission
Not only is our population growing larger, but we are living longer. By 2044, it is expected that the population of Australians over the age of 85 is going to rise by at least 1.2 million. Therefore, the demand for skilled Aged Care workers is continuing to escalate.
With over 1,000 dedicated individuals, our staff are the driving force behind RAAFA’s mission to support the Western Australian community. This year has been one of immense growth, with over 300 new members joining our team.
2024 Staff Growth
Investing in our people
At RAAFA, we are pro-education and firmly believe in nurturing the growth of our employees. We provide a wide range of training and development opportunities to equip our staff with the knowledge and skills they need to excel in their roles and contribute to our mission.
hands-on learning experiences
and development to do their job well
Our culture of engagement and purpose
To foster a culture of open communication and continuous improvement, RAAFA launched Culture Amp in 2024, a platform for staff to provide feedback directly to leaders and managers.
With an impressive 75% participation rate in our inaugural survey, this initiative provides valuable insights that we can use create a workplace where employees feel valued, heard, and empowered to contribute to RAAFA’s mission.
This commitment to employee engagement is reflected in our high retention rate, exceeding the industry average, and demonstrates that our staff are motivated and dedicated to making a difference to our community.
Caring for our people
RAAFA prioritises the well-being of our workforce, encouraging a safe and supportive environment where every employee feels valued. We are proud to announce that we are recipients of the 2024 WorkSafe Plan Gold Certificate of Achievement, awarded by WorkSafe Western Australia for our outstanding occupational safety and health management systems.
Beyond physical safety, we champion a culture of inclusivity and are actively working to close the gender pay gap, reducing the median pay gap from 14.1% in 2023 to 9.8% in 2024.
We successfully negotiated a new Enterprise Bargaining Agreement (EBA) for our frontline staff, ensuring fair wages and working conditions for all.
On behalf of all of us at RAAFA, thank you for your ongoing support
